Hub International Employee Benefits Client Care Advocate in Raleigh, North Carolina

Summary

HUB’s Client Care Advocate (CCA) is the first level and primary customer facing service interface for our customers. The position requires a high degree of customer service, problem solving, and communications skills and works under the direction and supervision of the Client Services Manager (CSM). This position is part of the Client Services organization and supports HUB’s clients and their employees, by resolving all service matters. The CCA also acts as HUB’s liaison with the insurance carriers for all matters relating to the servicing and maintenance of HUB’s client base.

Typical functions for this role includes but are not limited to processing and answering customer requests for services and complaints, ensuring prompt resolution of problems, managing service response escalations both internally and from the various insurance carriers for employer/client health plans, and capturing all service related activities in the Brokerage Builder (BKB) agency management software.

The CCA must be able to operate both independently and in a team setting plus must be very organized with absolute attention to detail. The CCA must have superb client service expertise with active listening skills and able to effectively communicate with our clients, team members, peers and management. The CCA must be proficient using the Microsoft Office suite of products especially Excel, Outlook, and Word. The primary goal for the CCA role is to support the Client Service operations and effectively service and maintain HUB’s client relationships.

The Client Care Advocate role’s primary functions are:

  • Works directly with clients and employees to answer questions and resolve their issues.

  • Loads and maintains all service activities in BKB.

  • Resolves enrollment and termination issues.

  • Acts as a liaison with insurance carriers to resolve claims and other service matters.

  • Provides members with assistance for appeals and other service matters.

  • Answers or escalates questions to obtain accurate answers related to legislation and benefit laws regarding HIPAA, COBRA, and FMLA.

  • Works with service Teams and service team members to ensure continuity of work flow and processes between teams and to make sure adequate support, coverage and backup are in place at all times.

  • Maintains an assigned book of cases and stays in regular contact with all key client contacts to build solid relationships.

  • Proactively calls key contacts to check-in and for fact finding.

  • Assists with the training of new hires in their duties.

  • Prepares reports giving details of complaints and service requests on a monthly basis.

  • Shares new and unique information with other HUB service team members.

  • Administrative duties associated with the role including maintaining organized file systems (both paper and electronic) and timely submission of all employee paperwork is required.

  • All other duties as assigned. Skills, Experience, and Abilities:

  • Minimum level of education: A college degree in Business or Communications is preferred

  • Licenses and Credentials: North Carolina Life and Health Insurance Licenses are required

  • Knowledge and Experience: 1+ years of group health and employee benefits with an understanding of ancillary coverage such as life, disability, and dental insurances are preferred.

  • Technical Skills and Experience: A thorough (intermediate to advanced) knowledge of and experience with the Microsoft Office Suite of products especially Excel, Outlook and Word.

  • Abilities and Skills:

  • Achiever - driven to accomplish goals and promotes cooperation and shared success throughout the company.

  • Ability to inspire a positive team spirit with others within the department and company.

  • Analytical and Problem Solver - ability to create order from chaos and able to achieve successful resolutions to issues. Shares ideas for improvement oriented around solutions and blameless problem solving.

  • Highly Organized - Must be structured and precise with the management of HUB and client data.

  • Service Oriented - Kind and compassionate and able to work on other people's behalf.

  • Relationship Oriented - Able to build and maintain strong interpersonal relationships.

  • Technical - intermediate to advanced ability with MS Office suite of products especially Excel, Word, PowerPoint and Outlook.

  • Able to learn new software platforms including HUB’s Agency Management platform (Brokerage Builder).

  • Independent Thinker - comfortable with offering suggestions and ideas to improve all aspects of our business.

  • Multi-tasking - must be able to handle simultaneous projects and demands.

  • Team player - must be team oriented but with the ability to work independently.

  • Communications - must have strong written and verbal communication and negotiation skills.

  • Excellent phone skills.

  • Responsive, empathetic and honest.

  • Collaboration - must be able to collaborate with others to develop best practices and standards.

  • Flexible - must be comfortable with change and able to operate effectively in a high-pressure and fast paced environment.

  • Models and exemplifies the principles and commitments of HUB's and Client Services culture.

  • Some light to moderate lifting required. This position description is not intended to be all-inclusive, but provides a general scope of the position and skills required to satisfy the primary responsibilities. It provides an outline of the knowledge, skills, abilities and, strengths needed to succeed in this role. This is not a contract.

Location: United States, North Carolina, Raleigh
Required Education: Some college (no degree)
Required Experience: 1-2 years
Required Travel: Negligible
Date published: 9-May-2018
Department: Account Management & Service
Ref#: ACQ1110_20180512

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

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